FAQs

FAQs

How do I change or cancel my order?

If you wish to modify or cancel your order, please contact us within 24 hours of order confirmation via [email protected].
Please note that any cancellation requests made after 24 hours of order approval will not be accepted.

* We understand that plans can change. However, please note that cancellations are only possible before your order enters the fulfillment process (packing or shipping).

What payment methods do you accept?

We accept Visa, Mastercard, and American Express credit cards, as well as PayPal. We do not accept personal checks, money orders, direct bank transfers, debit cards, or cash on delivery.

Can I change my shipping address after placing an order?

If you change your shipping address, please contact us at [email protected] within 24 hours after placing the order. Our Customer Service will check your order and confirm ASAP.

Once your order has been processed or shipped, we are unable to modify the shipping address. We recommend updating your shipping address to your residential address instead of your work address, as we cannot predict how long the destination customs department may hold your package.

When will I get my tracking number?

Please be advised that it may take 5-7 business days for a tracking number to be generated after your order has been processed. Kindly allow 5-7 business days for your tracking information to be updated.

In the following cases:

• You haven’t received your tracking number within 5 business days.
• Tracking status is “not available” within 2 to 3 business days from the time you have received your tracking number.

Then kindly send us an email at [email protected]

How do I track my order?

To track your order:

• Click “Track Your Order” at the top of Moteeto page
• Enter your tracking number to check the order status

How long does delivery take?

For personalized items, please note that the processing time may be extended to 5-7 business days. Once the shipment is dispatched, the estimated delivery time is approximately 5-8 business days for the United States and 20-25 business days for other countries.

Please note that there may be unforeseen circumstances such as customs delays or holiday season delays that we are unable to control.

Due to the Coronavirus COVID-19 outbreak, the shipment may take longer.

How do I return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 10 days from your order arrival date via [email protected]. Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send back further instructions.

Please refer to our Returns Policy for a list of items that are considered final sale. To be eligible for a return, the item must be in its original condition with the packaging intact.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.

You are responsible for the payment of any applicable charges and taxes, and we will not cover these costs. We cannot be held responsible for any delays caused by the customs department in your country. For more information regarding the charges, please contact your local customs office.

I need my order fast, do you guys provide expedited shipping?

At the moment we are temporarily suspending express shipping.

When will I receive my refund?

Refunds will be issued to the original form of payment. If payment was made by credit or debit card, the refund will be sent to the card-issuing bank within 5-10 business days after receiving the cancellation request.

If the credit has not been posted to your account, we recommend contacting the card-issuing bank for further assistance.

If you haven’t received a refund yet, contact your credit card company, it may take some time before your refund is officially posted.

Why has the tracking status not been updated?

Tracking information may not update immediately in some cases especially with registered airmail shipments. However, please rest assured your item is on its way.

Here are some reasons why tracking information may not be available:

– There may be delays between the scanning events and the website’s updates.

Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please hold on for a few more days and try again later.

– The package may not be scanned until it reaches the regional hub near the destination.

– There may not be any updates available when the package is in transit between the origin and the destination country. The tracking information should pick up again once your packages reach your local country.

– Some shipments are not trackable, for example, flat rate shipping. (Unless a tracking number was purchased during the check out).

– Please note that most parcels will be received within 10-15 business days after the shipment date.

The delivery time frame is valid regardless of the tracking information’s availability online.

If your tracking status has not been updated for over 10 days, please contact us through our Customer Service email: [email protected] immediately and we will offer you further assistance.

If you have not received your refund, we suggest contacting your credit card company. Please note that it may take some time for the refund to be officially posted to your account.